Personal Concierge Agent

Hilton; Ras Al Khaimah; On-site; AED 30,000 - 45,000; Full time

Job summary

A leading hospitality firm is seeking a Personal Concierge in Ras Al Khaimah to manage guest relations and ensure exceptional experiences. You will be the main point of contact for VIP guests, requiring skills in service delivery, complaint resolution, and effective communication. The ideal candidate will have experience in guest relations and a passion for hospitality. This full-time role offers an opportunity to contribute to a renowned brand in the hospitality sector.

Qualifications

• Passion for delivering exceptional levels of service.
• Ability to listen and respond to demanding guest needs.
• Experience in guest relations, preferably in hotels or leisure sectors.

Responsibilities

• Serve as the main point of contact for regular and VIP guests.
• Build and maintain positive relationships with guests and team members.
• Collect feedback and respond to guest queries timely.
• Manage, record, and resolve guest complaints promptly.
• Conduct daily administration tasks to ensure service quality.

Skills

Exceptional service delivery

Excellent personal presentation

Effective communication

Complaint resolution

Organizational skills

Attention to detail

Computer literacy

Professional demeanor

Guest relations experience

Cash handling

Job description

The Personal Concierge is responsible for managing the first and last impressions of our Guests. In addition, the Personal Concierge is also responsible for directly addressing the needs of VIP Guests and informing other Team Members of VIP needs in order to ensure an exceptional Guest experience.

What will I be doing?

• Serving as the main point of contact for regular guests and VIP Guests and ensuring the hotel departments are fully briefed on their requirements.
• Building and maintaining positive relationships with Guests and Team Members
• Seeking verbal feedback from customers on a regular basis and responding to all Guest queries in a timely and efficient manner.
• Serving as the main point of contact for long‑stay guests – ensuring they spend a comfortable and memorable stay.
• Following the Personal Concierge guidelines and standards as per the hotels and Waldorf Astoria updates on the concept.
• Managing, recording and resolving Guest complaints promptly.
• Delivering the True Waldorf Service promise to our guests, by being the main point of contact for TWS guests before, during and after their stay.
• Demonstrating a thorough understanding of all facilities and services provided within the hotel and identifying opportunities for up‑selling and promoting when appropriate.
• Carrying out daily administration tasks, completing check list.
• Answering queries from guests, referring them to contact points at which they can obtain further information
• Escorting the guests to the room and explaining all hotel and room’s facilities.
• Ensuring the delivery of high standards to guests.
• Liaising with other departments regarding matters arising e.g. Security, Housekeeping, Engineering, Accounting, Food & Beverage etc.
• Ensuring a speedy resolution to any problems that may arise on shift.
• Collecting golden nuggets, entering them into the guests’ profiles in order to customize and personalize the guest experience.

What are we looking for?

• A passion for delivering exceptional levels service
• Excellent personal presentation and communication skills
• Ability to listen and respond to demanding guest needs including resolving of guest complaints
• Being well organized and paying attention to detail will support your ability to multi‑task while maintaining a positive attitude
• Computer literate and able to navigate through Company systems
• Professional manner with an emphasis on hospitality and guest service
• Previous guest relations experience in the hotel, leisure, and/or entertainment sectors
• Cash handling experience

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full‑service hotels and resorts to extended‑stay suites and mid‑priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Work Locations

Waldorf Astoria Ras Al Khaimah

Schedule

Full‑time

Brand

Waldorf Astoria Hotels & Resorts

Job

Guest Services, Operations, and Front Office